Manager - Business Process Excellence
Bahrain Airport Company
Total years of experience :24 years, 6 Months
-Lead the process excellence team in driving continuous improvement projects across shared services of finance, IT, supply chain and HR
-Setup the continuous improvement governance structure right from project management > prioritization > benefits tracking till certification
-Standardize processes across sister companies, develop rollout plans and deploy in accordance to Bahrain Airport Company Strategy
-Manage a 2-member team consisting of a black belt and green belt in driving CI principles using Lean Six Sigma DMAIC approach
-Work with IT ERP teams to migrate existing excel based operational KPI dashboards to Oracle Business Intelligence (BI) cloud
-Drive digitization by closely working with IT team in identifying appropriate Oracle ERP modules in Fusion Cloud
-Instituted lean methods like Poka-Yoke Oracle ERP systems to avoid mistakes while invoice processing
-Focus on the process digitization projects especially across support service and supply chain in converting manual paper based and semi-automatic tasks into digitized mode
-Automate processes using Macros and by identifying mundane process tasks for RPA
-Collect business user requirements, consolidate needs into sequential flow, prepare BRD’s (Business Requirement Document) and handover to IT after obtaining departmental approvals
-Designed End-to-End (E2E) P2P (Procure to Pay) process which resulted in lead time reduction from 75 to 43 days through process optimization and at the same time retaining necessary controls
-Identify process metrics, agree on KPI’s and develop automated dashboards in excel visual management and improvement
-Mentor and guide team members on their initiative and work closely with management to remove project bottlenecks
-Responsible to deploy the Lean Six Sigma culture across the organization through projects, training and project mentoring
-Identify operational excellence initiatives through operational reviews, customer complaints, KPI performance and audit observations
-Prioritize identified projects by closely working with process sponsors, chief officers and organizational strategy
-Track all optimization projects within the process excellence team & operational improvements and report the results to management
-Devise lean six sigma training plan and strategy, develop customized training content for yellow belt, green belt and champion levels
-Conduct & coordinate lean six sigma trainings across airport
-Drive complex cross-functional projects on my own as project manager
-Completely designed Lean Six Sigma framework for the new Finance shared services center (GBS) at Amsterdam opened on 2016
-Design end-to-end shared service process based on shift & fix approach
-Responsible to design & deploy innovation management program
-Key member of the leadership influencing strategy and cost decisions
-Deployed visual management by identifying metrics and developing dynamic KPI dashboards in Microsoft Excel
-Discuss with process sponsors (internal customers) about operational issues and convert those into defined problem statements for CI projects
-Standardize processes migrated in to shared services from different countries on multiple ERP’s & propose to-be models for alignment into SAP
-Manage 2 team members in driving continuous improvement projects
-Prioritize pipeline projects after discussion with payables and financial planning & analysis departmental stakeholders
-Track all operational improvements by capturing savings, publishing results and manage rewards & recognitions ceremonies at shop floor
-Study and document direct & indirect impacts on process change
-Collaborate with CI teams across other regional shared services to identify best practice initiatives and localize the same for deployment
-Work with IT in preparing business cases for operational improvement’s
-Optimize finance month end processes through lean methods
-Drive continuous improvement projects for Qatar, UAE, KSA, India & Egypt (75% travelling\] for a newly created role in the MENA region
-Identify non-adhering Oracle ERP steps to management and develop actions plans in ensuring smooth supply chain work flow with IT support
-Responsible for end-to-end process improvement of supply chain logistics
-Standardize supply chain logistics processes regional & globally
-Work closely with global CI counterparts in process standardization
-Support management in developing operational process & financial performance dashboards
-Lead a 3-member team in driving continuous improvement projects across 10 warehouses in 5 regional countries
-Constantly review pipeline projects with team members and prioritize them accordingly with country management
-Key role was to focus on optimizing the order management O2C process by closing working with sales, order administration, logistics & warehouse
-Optimize prioritized process and standardize the same post-merger of ‘SGB International’ with ‘Brand Energy’
-Facilitate continuous improvement KAIZEN workshops across functions
-Focus on productivity improvement projects with industrial service dept.
-Deployed lean methods in supply chain like Kanban (for design teams), 5S across the warehouse, Visual management (tool shadow boards, truck parking layouts) and one-piece flow (order management)
-Track all regional continuous improvement projects & report to leadership
-Deliver LSS trainings & mentor projects throughout certification
-Manage strategic CI projects for luxury retail division using Lean 6 Sigma
-Conduct KAIZEN workshops to eliminate process waste & improve NPS
-Manage a team of 2 analysts of .5 FTE in process mapping
-Manage process mapping and documentation for retail division
-Identify projects to reduce risks by working with auditors
-Support operations in digitalization of process using Microsoft & ERP tools
-Provide clear guidelines to operational teams on redesigned process
-Conduct LSS trainings using DMAIC approach for the retail division
-Independently lead high impact black belt Lean Six Sigma projects for EMEA region using HP PDCA methodology
-Lead a 4-member continuous improvement team (all green belts located at France, Belgium, Morocco and Israel) remotely from India in driving lean six sigma improvement projects
-Allocate projects to team members, conduct internal DMAIC milestone reviews, improvise project stakeholder presentations and support team members in setting up effective control plans
-Manage 1 team member (green belt) directly from the India center in driving quality and continuous improvement projects
-Develop content & manage LSS yellow/green belt training program
-Design and manage KPI metrics catalogue for EMEA region
-Identify improvement areas focusing on financial savings for India center
-Analyze complex operations data using advanced statistical methods and provide insights to management
-Spearhead E2E lean 6 sigma projects in Ireland, UK & India
-Deployed and manage employee idea program ‘bulbs’
-Manage 1 FTE for driving the idea management program
-Data mining and analysis of retail data and provide insights & recommendations to store operations management
-Identify and lead all process digitization initiatives
-Take ownership of all optimization projects for property & space depts
-Conduct Lean, Process mapping, 6 sigma (GB) & excel training
-Support transition of IT shared services from Europe to India
-Focus projects on reducing store energy consumption, store designing team productivity
-Drive continuous improvement using LSS across HR shared services
-Analyze process variations and conduct investigations to check for integrity issues and process flow gaps
-Drive AHT reduction 6 sigma projects across call center accounts
-Support in delivery of six sigma white belt training sessions
-Key member of the ‘operational excellence’ knowledge sharing team with responsibilities to collate, design & send weekly lean six sigma tablets to operations and manage a repository of completed lean six sigma projects
-Responsible for managing employee innovation program ‘we@accenture’
-Manage quality gate for all new transitioned accounts
-Support COPC team with gold certification audits
-Conduct call quality audits on outbound collections calls
-Lead six sigma projects focusing on improving collections
-Perform statistical analysis using probability theories on outstanding claims to generate a call list for the night shift callers for follow up
-Follow up pending medical bills from patients for New York area
-Work in coordination with the paging department supervisor in driving continuous improvement projects using six sigma methods to decrease call drops, improving paging message quality & reduce customer complaints
-Analyze customer complaints data and divert to respective departments
-Analyze customer data and provide recommendations to sales & marketing in offers & plans
-Audit English language call quality of paging officers
-Manage bulk messaging on Sports, Advertisements and Operator manual messages
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